Today, as part of our Winter 2018 Release, we announced enhancements to our flagship product, 7 AIVA, to create a Virtual Agent that now supports both informational and conversational journeys in a single solution. This will enable enterprises to handle everything from simple queries to complex interactions.
We also announced that our virtual agents have handled more than 200 million inquires in 2017, a 50 percent increase over the previous year, and now have more than 150 patents and patent applications.
Until now, enterprises looking for comprehensive virtual agent solution had to settle for either an informational virtual agent or a conversational one. While some questions have only one right answer, complex customer interactions require more sophisticated conversational approach. 7 AIVA delivers the right solution for each journey, and automates interactions through cognitive capabilities that provide “near human” experiences.
7 AIVA connects to enterprise systems in order to predict intent and personalize responses to resolve customer issues quickly without requiring a human agent. Companies can now start by automating simple FAQs and bridge to more complex transactions that utilize conversational AI to provide near human interactions. As the only company whose solution works across both voice and digital channels, we are seeing a spike in interest, signing up clients at a record pace and expect a significant increase in automated interactions by the end of the year.
In addition to the next generation of 7 AIVA, the Winter 2018 Release includes enterprise tool integrations which improves agent productivity by offering quick access to data:
There’s never been a better time for enterprises to think about using virtual agents to scale and automate interactions, and we are proud to lead this market.
Publish Date: February 20, 2018 5:00 AM
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
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*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
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Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
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